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righttopBOX OFFICE AND CUSTOMER SERVICE ASSISTANT (CASUAL)Welcome to Derby TheatreWe’re pleased that you’re interested in our new vacancy – BOX OFFICE AND CUSTOMER SERVICE ASSISTANT (CASUAL) – and have decided to find out more.About Derby Theatre'Increasingly the most crucial theatre in the region because of its emphasis on learning, nurturing and nourishing'Lyn Gardner, The GuardianDerby Theatre has pioneered a new vision of what a regional producing theatre can be with its ground-breaking Learning Theatre model, which was established in 2013. This has transformed the theatre from a traditional producing house into an organisation that places learning at the heart of its mission.We produce high quality professional theatre productions for the mid and small scale in conversation and dialogue with the community we sit in. In a unique relationship with the University of Derby, students from their degree programmes study in the theatre, both learning from our professional staff and putting on productions in a professional environment.Our innovative artist development scheme – In Good Company – brings emerging artists into the heart of the organisation, offering a range of support, mentoring, networking and learning that is transforming the artistic ecology of the region.Over 25,000 young people annually engage in our schools and community outreach programme and bespoke programme for young people in care (Plus One). Since 2015 Derby Theatre has been one of Arts Council England’s National Portfolio Organisations, and in April 2018 we had the fantastic news that our funding increased by 59% - one of the largest uplifts across the portfolio. What we doDerby Theatre typically produces six in-house shows each year, plus co-productions with our associate artists and a number of student and youth productions.On the main stage, we produce work in spring, autumn and at Christmas, while in the studio we produce a Christmas show for young audiences. From 2018 we will also produce a family show at Easter/summer, a piece of theatre for under 5s, and a biennial RETOLD production which will explore a classic tale from the female perspective. Other upcoming projects include hosting research and development projects and a Sustained Theatre production among our home-grown work.Our received programme ranges from full weeks of touring drama and musical productions, to contemporary dance and comedy one-nighters. We host over 70 touring productions per year on the main stage and studio. Our studio houses a dynamic programme of contemporary theatre, comedy, and family theatre.Over 100,000 people visit the theatre every year, making the most of our vibrant programme, and we participate in city-wide cultural initiatives such as Derby’s Cultural Education Partnership, Derby Feste and more. It’s an exciting time to join Derby Theatre, as our Learning Theatre model goes from strength to strength, our national and local profile increases and the reach of our work extends into more and more communities.HistoryThe organisation builds on the producing theatre tradition established by its forerunner, Derby Playhouse, which operated on the same site from 1975 until 2008, when it went into administration under a different management company. In 2009 the University of Derby bought the theatre and established a new company to run it – University of Derby Theatre Ltd – and Derby Theatre was born. Under the leadership of Artistic Director and Chief Executive Sarah Brigham, the Learning Theatre Model was conceived and has subsequently continued to go from strength to strength.Derby Theatre’s Vision is:To engage, empower, inspire and enable the widest possible audience through transformational learning and theatre.JOB DESCRIPTIONJob title: BOX OFFICE AND CUSTOMER SERVICE ASSISTANT (CASUAL)Responsible to:OPERATIONS AND ACCESS MANAGERResponsible for:NONEKey Relationships:BOX OFFICE TEAM, FRONT OF HOUSE TEAM, OPERATIONS AND ACCESS MANAGER, DUTY MANAGERSPurpose of PostTo provide an efficient and friendly Box Office service by telephone, in-person and via the internet. The Box Office and Customer Service Assistant provides a welcoming and accommodating service to the public and visiting companies. This role is key to capturing accurate customer information using the Spektrix ticketing system, and to providing a wide range of information about Derby Theatre’s activities and services. This role will also include delivering exceptional customer service in our front of house areas during a performance and ensure a welcoming and safe environment which is able to meet the needs of a wide range of customers. You will also be responsible for providing a knowledgeable and efficient customer service, sales and information service, seeking to maximise sales and promote Derby Theatre.Key responsibilitiesTo work as part of a team in the day-to-day operational running of the Box Office and Front of House areas.To actively sell to customers over the counter and telephone and answer any website queriesTo provide excellent levels of customer service, maintaining the high standards of customer care that Derby Theatre is known forTo deliver a welcoming environment to all visitors of the venue, being friendly and personable at all timesWelcome audiences, check tickets, give directional advice and deal with any queries or ticketing issues as customers enter theatre spacesTo maintain a consistent, accurate and useful customer database using the Spektrix ticketing systemTo help maximize ticket sales in co-operation with the Marketing Department, and to promote the work of Derby Theatre on an ongoing basisTo support the Fundraising Activities of Derby TheatreTo handle a wide range of customer queries, liaising with colleagues where necessary to provide effective customer serviceTo represent Derby Theatre with diplomacy, discretion and courtesy at all times; to be knowledgeable about, and champion, the work of Derby TheatreTo uphold the presentation and security of Front of House areasTo undertake other duties or projects as required by the Operations and Access ManagerTo be a flexible member of staff and work, as necessary, across the front of house and box office aspects of the building where possibleTo engage in staff trainingGeneralTo actively support and promote Derby Theatre’s Learning Theatre model, including a commitment to engage with the University of Derby’s Theatre-related higher education provision; to contribute to learning opportunities such as work experience, placements, and the theatre’s role as a learning environmentTo keep up to date with developments in the industry as they relate to your role, and to contribute to the overall development of the department and organisationTo take an active role in the team and staff as a whole, and to attend team, departmental or cross-organisation meetings as requiredTo ensure that Derby Theatre’s policies, procedures and values are observed in every area of the department’s workTo contribute to the development of departmental policies and practices.To act always in the best interests of Derby Theatre, protecting intellectual property and confidential information at all timesTo carry out any other duties as may reasonably be required from time to time, commensurate with the level of the postWe expect all Derby Theatre staff to work in a flexible manner to effectively deliver their role and in line with the objectives of the company, including the Learning Theatre model, Equality and Diversity, and SustainabilityThe job description for this position may be reviewed and amended to incorporate the future needs of the department and the organisationThis job description is intended as a guide to the nature of the work required of this position, it is neither wholly comprehensive nor restrictive and is subject to review. BOX OFFICE ASSISTANTPERSON SPECIFICATIONCriteriaEssential/DesirableMethod of Assessment Knowledge and SkillsExcellent interpersonal skills, including the ability to recognize and address the requirements of a wide range of customers, VIPs, staff and visiting companiesEssentialApplication, interview Skilled in verbal and written communicationEssentialApplication, interviewComputer literate, familiar with PCs and Microsoft Office programsEssentialApplication, interviewGood organisational skills, able to prioritise their workload in order to maximise efficiency and performanceEssentialApplication, interviewExperienceSome previous experience in a customer service roleEssentialApplication, interviewExperience using Spektrix or other ticketing or CRM systemsDesirableApplication, interviewPersonal AttributesMotivated sales person, able to demonstrate enthusiasm for Derby Theatre’s offerEssentialApplication, interviewAble to remain calm under pressure and offer a consistently high level of customer careEssentialApplication, interviewAble to make quick decisions whilst maintaining high standards of accuracy in a highly pressurised environment.EssentialApplication, interviewAdept at problem solvingEssentialApplication, interviewEnthusiastic team workerEssentialApplication, interviewPassion for theatre and the artsDesirableApplication, interviewMAIN TERMS & CONDITIONS OF SERVICESalary: ?8.72 per hour, paid monthly in arrearsHours:CasualEvening, weekend and bank holiday working will be requiredPension:Derby Theatre operates a contributory pension scheme provided by NESTProbation:This post is subject to a two month probationary periodNotice One week during probationary period, one month thereafterBenefits:Complimentary or discounted tickets to selected shows (non-transferable and subject to availability), childcare vouchers scheme, free travel on University of Derby buses, intu discount card offering discounts at a wide range of stores.Other TermsIn accordance with BECTU and the Derby Theatre House AgreementHOW TO APPLYVisit our website derbytheatre.co.uk to download an application form and equal opportunities monitoring form (these are combined in one document). You must fill this form out to apply as no CVs will be accepted.Read our guide to ‘Applying for a job at Derby Theatre’ for information about the application process.Email your completed application form and equal opportunities monitoring form to jobs@derbytheatre.co.ukWe positively encourage people with disabilities or from minority ethnic backgrounds to apply to join our teams as they are under-represented within Derby Theatre’s workforce.?We guarantee to interview any candidate with a disability or from an ethnic minority background who meets the essential criteria for the role.Closing Date:Monday 2nd August 2021, 9.00am. Interview Date:Tuesday 24th August 2021 ................
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